Customer Success Specialist, Active Accounts

ORGANIZED LIVING INC•Sharonville, OH

3d•Onsite

About The Position

Join the legacy of Organized Living, an innovator in home organization for over 100 years. Trusted by industry professionals, we manufacture exceptional products, cutting-edge workflow automation software, and unparalleled support to our network of customers nationwide. As a privately held company, our commitment to excellence is driven by our dedicated team as we continue to evolve and adapt to meet the needs of modern life. At Organized Living, we're not just selling storage solutions but helping shape how people live and work in their spaces. Join us in our mission to organize homes and improve lives. If you are looking to join a company that has a strong strategic advantage and is quickly becoming the true market leader, this is your chance to make your mark. Our passion and market focus has led us to the development of the right products, programs, technology, and support, positioning us for strong market share growth and exceptional future opportunities. Due to our continued growth, we are looking for a Customer Success Specialist for our Cincinnati office. The Customer Success Specialist (CSS) serves as the primary liaison between Organized Living and its dealer partners, responsible for driving growth, adoption, and long-term engagement across all products, programs, and systems. The CSS builds winning partnerships through proactive communication and strategic guidance. By developing a deep understanding of each partner’s business, the CSS acts as a trusted advisor and advocate, ensuring Organized Living’s programs, tools, and processes evolve to support dealer success.

Requirements

Bachelor’s degree in business, sales, marketing, or a related field – or equivalent professional experience.
2–5 years of experience in account management, consultative sales, customer success, or business development.
Strong relationship-building and communication skills.
Comfort coaching customers on process improvement and sales enablement practices.
Analytical mindset with the ability to interpret performance metrics.
Proficiency with CRM platforms and Microsoft Office tools.
Highly organized with the ability to manage multiple accounts simultaneously.
Ability to travel periodically as needed.

Nice To Haves

Experience in SaaS, manufacturer/dealer networks, construction products, or home improvement industries.
Single family builder or multifamily industry experience.

Responsibilities

Take ownership of assigned accounts, managing ongoing engagement, retention, and growth initiatives.
Act as the day-to-day point of contact for assigned accounts, responding to inbound inquiries within defined service level agreements (SLAs).
Coordinate resolution of questions or concerns by partnering with internal departments including Sales, Technical Support, Training, and Product teams.
Maintain expert working knowledge of Organized Living products, programs, packaging, order processing workflows, and systems.
Conduct trainings to educate partners on product capabilities, applications, and new offerings, thus increasing confidence, loyalty, and sales penetration.
Coach dealers on lead follow-up best practices, quoting workflows, and software utilization to improve conversion outcomes.
Maintain a health score for each partner incorporating engagement activity, training progress, lead performance, adoption metrics, and customer satisfaction data.
Conduct regular business reviews to align goals, assess performance, and identify opportunities for growth.
Proactively implement improvement plans for dealers showing signs of disengagement or performance decline.
Collaborate with Marketing and Sales teams to support partner marketing campaigns, promotional initiatives, and co-op marketing participation.
Promote adherence to company policies, pricing standards, co-op requirements, and partner agreements.
Share insights with internal teams to support product improvement, marketing initiatives, and training development.